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Intercom

COMMS
Velocity0.0

Customer messaging platform

www.intercom.com ↗

Fin crossed from deflecting tickets to closing sales inside Shopify stores.

support-aicommerceworkflowssladata-redactionomnichannel
◆Current state
The notable move is Fin working the pre-sale conversation on Shopify storefronts — answering shopper questions, recommending products and guiding checkout. The rest is disciplined helpdesk work: workflow version history and rollback, custom redaction rules, SLA-based sorting, required ticket attributes on close, in-place ticket type changes, Round Robin coverage when teammates are away, Discord as an inbox channel, and default outbound numbers for voice.
◆Where it's heading
Two tracks running at once. The agent is being pointed at revenue rather than only cost, while the human-facing inbox gets steadily more governable — versioned workflows, enforced attributes, redaction, SLA visibility. The second track is what makes the first sellable into larger accounts.
◆Prediction
Expect Fin's commerce role to extend past Shopify to other storefronts, and the governance work to follow it — controls over what the agent may recommend or promise.

◆Recent moves

  1. 1mo ago

    Reset a teammate photo back to the default avatar

    A minor profile control to clear a teammate photo back to the default avatar, scoped per workspace or globally — small admin quality-of-life.

  2. 2mo ago

    Reassure waiting customers with their live queue position

    Customers waiting in the Messenger now see a live queue position that updates in real time, cutting the anxious 'anyone there?' follow-ups that pile up when agents are busy.

  3. 2mo ago

    SLA Settings Page Improvements

    SLAs can be created and cloned directly from the SLA settings page, with visibility into which workflows reference each one — reducing round-trips into the workflow builder.

  4. 2mo ago

    Send ticket forms on WhatsApp, SMS, Facebook, Instagram, and email

  5. 2mo ago

    Spam Folder & Spam Guidance

    Surfaces Fin-classified spam in a reviewable view and lets teams teach Fin their own definition, replacing silent auto-closes with auditable handling.

  6. 2mo ago

    Multi-Participant Controls for Email

    Gives operators deterministic rules for how Fin handles CC'd and multi-participant threads — one of email's messiest cases. Another control-surface piece backing the email push.